Embodiment
To make the purpose, technical scheme and advantage of the embodiment of the present invention clearer, below in conjunction with the embodiment of the present inventionIn attached drawing, the technical solution in the embodiment of the present invention is clearly and completely described.Obviously, described embodiment isPart of the embodiment of the present invention, instead of all the embodiments.Based on the embodiments of the present invention, those of ordinary skill in the artAll other embodiments obtained without creative efforts, belong to the scope of protection of the invention.
In addition, the step of method of the embodiment of the present invention shown by attached drawing includes, can be in such as one group of computerPerformed in the computer system of executable instruction.Also, although the method for the embodiment of the present invention embodies in shown flow chartThe certain logical order of technical scheme upon execution is gone out, but typically, which is only limitted to pass throughEmbodiment shown by the flow chart.In other embodiments of the present invention, the logical order of technical schemeCan be by different from realizing in a manner of shown in the drawings.
It should be noted that the executive agent of various embodiments of the present invention, can integrate in the server, can also independently depositThe present invention includes but are not limited to this.Certainly, various embodiments of the present invention can also mutually merge benefit except individualismFill or be applied in combination, the technical solution that can equally realize the embodiment of the present invention is applied in combination in the two.
Those skilled in the art of the present technique are appreciated that unless expressly stated, singulative " one " used herein, " oneIt is a ", " described " and "the" may also comprise plural form.It is to be further understood that what is used in the description of the present application arrangesDiction " comprising " refer to there are the feature, integer, step, operation, element and/or component, but it is not excluded that in the presence of or additionOne or more other features, integer, step, operation, element, component and/or their groups.It should be understood that when we claim memberPart is " connected " or during " coupled " to another element, it can be directly connected or coupled to other elements, or there may also beIntermediary element.In addition, " connection " used herein or " coupling " can include wireless connection or wireless coupling.It is used herein to arrangeTaking leave "and/or" includes whole or any cell and all combinations of one or more associated list items.
Those skilled in the art of the present technique are appreciated that unless otherwise defined, all terms used herein (including technology artLanguage and scientific terminology), there is the meaning identical with the general understanding of the those of ordinary skill in the application fields.Should alsoUnderstand, those terms such as defined in the general dictionary, it should be understood that have with the context of the prior artThe consistent meaning of meaning, and unless by specific definitions as here, idealization or the implication of overly formal otherwise will not be usedTo explain.
Technical solution of the present invention is described in detail below in conjunction with attached drawing.Below with reference to the implementation of attached drawing descriptionExample is exemplary, and is only used for explaining the application, and cannot be construed to the limitation to the application.
It is a kind of system structure diagram of unattended communication on telephone system disclosed in the present application with reference to figure 1.
A kind of unattended communication on telephone system as shown in Figure 1, including for storing the server with operational data100th, it is multiple for the gateway 201,202,203 dialed and received calls and the task for initialization system and to checkThe working status of system and one or more consoles 210 of result.Here refer to multiple gateways, actually at least need at leastOne gateway realizes the system.Server 100 and multiple gateways 201,202,203 communicate to connect, can by wired orWirelessly connect；Server 100 is also to internet, to be communicatively coupled by network connection.Console 210 also leads toNetwork connection is crossed to internet, can be wired or wireless side by network connection to internet to be communicatively coupledFormula is completed.
In one embodiment, the console is webpage or client software.Therefore reality can significantly be facilitatedNow person realizes and safeguards whenever and wherever possible, convenience and high-efficiency.
In one embodiment, the gateway is wireless voice gateway or VoIP interchangers.
Fig. 2 is a kind of composition schematic diagram of the console of unattended communication on telephone system disclosed in the present application.
As shown in Fig. 2, the console 210 includes being used for the call task setup module for setting call task list211st, words art lab setting module 212, sound bank setup module 213, the recording for checking calling record are checked module 214, are usedModule 135 is checked in the logging for checking call logging.
The call task setup module 211 includes task list import modul, task list selecting module.DescribedTalking about art lab setting module 212 includes words art storehouse import modul, words art storehouse selecting module, words art storehouse modified module.The voiceLab setting module 213 includes sound bank import modul, sound bank selecting module, sound bank modified module.
Fig. 3 is a kind of composition schematic diagram of the server of unattended communication on telephone system disclosed in the present application.
As shown in figure 3, server 100 includes being used for storing the storage units 110 of data, arithmetic element 120, for respondingThe console response unit 130 of consing and the scheduling unit 140 for creating arithmetic element.
Storage unit 110, including for storing the call task memory module 112 of call task list, being talked about for storingArt library storage module 113 and the sentence Substitution Rules Library 114 for storing sentence Substitution Rules if art storehouse, wherein describedThe task attribute that call task list includes being used to task is arranged to the task of answering or dials task sets data and is used forThe list object of conversation object is set.
Arithmetic element 120 includes：Call module 121, audio signal pretreatment module 122, speech analysis module 123, languageSentence replacement module 124.
The task attribute of the call module 121 in the call task list sets data and the list objectConversed by the gateway；Received audio carries out pre- when audio signal pretreatment module 122 is for conversingProcessing；Speech analysis module 123 is used to carry out speech analysis to carrying out the pretreated audio, and will carry out speech analysisThe audio afterwards carries out semantic judgement to obtain sentence；Sentence replacement module 124 is used for the institute according to sentence Substitution Rules LibraryPredicate sentence Substitution Rules the sentence for having carried out semantic judgement is replaced into line statement, and the sentence is substituted forPurpose sentence.
Fig. 4 is that the composition of the storage unit in a kind of server of unattended communication on telephone system disclosed in the present application showsIt is intended to.
As shown in figure 4, storage unit 110 is including being used to store the account memory module 111 of console account information, being used forThe call task memory module 112 of storage call task list, for storing words art storehouse art library storage module 113, be used forStore the sentence Substitution Rules storehouses 114 of sentence Substitution Rules, the sound bank memory module 115 for storaged voice storehouse, for depositingStore up the calling record memory module 116 of calling record and the logging memory module 117 for storing logging.
Art storehouse includes words art if described；The sound bank includes voice；The voice can be that true man record；It is describedSentence Substitution Rules storehouse include sentence Substitution Rules, prototype statement can be substituted for purpose sentence according to sentence Substitution Rules.
The call task list includes being used to set the task attribute that task is arranged to the task of answering or dials taskPut the arithmetic element of data, the list object for setting communicatee, quantity for setting arithmetic element used at the same timeQuantity setting data, for selecting used by exchanging, art storehouse selects data, for selecting used by exchanging if words art storehouseThe sound bank selection data of sound bank.
Art includes being used to provide art text if response scheme if described.In another embodiment, talking about art includes being used forCarry out the response priority data of response two priority classes, for interrupting priority data into Break Row two priority classes.
In another embodiment, talking about art includes the current context label of linguistic context where being used to indicate this section of words art text, withAnd the target linguistic context label of the linguistic context for indicating the next section of words art entered after this section talks about art.
For example, in words art storehouse is invited in certain new shop the first transaction of a day's business activity, the content of certain section of words art is：Current context label is" customer inquiries Xin Dian positions "；It is " ' in Hangzhou to talk about art text' response for ' right, the address in our new shops is in HangzhouWest Lake Cultural Plaza, may I ask West Lake Cultural Plaza here you be familiar with’”；Target linguistic context label is that " whether inquiry clientIt is familiar with West Lake Cultural Plaza ".Corresponding, also have current context label is that " whether inquiry client is ripe in words art storehouseKnow West Lake Cultural Plaza " other multistage words art.
For example, the content of words art X is：Current context label is " whether inquiry client is familiar with West Lake Cultural Plaza "；Art text is talked about as " response of ' familiar ' is ' that just, may I ask you, when having time comes to have a look ' "；Target languageBorder label is " inquiry customer visits the time "；
The content of words art Y is：Current context label is " whether inquiry client is familiar with West Lake Cultural Plaza "；Talking about art text is" response of ' too remote ' is apology and on-hook "；Target linguistic context label is " onhook event ".
Fig. 5 is that the composition of the arithmetic element in a kind of server of unattended communication on telephone system disclosed in the present application showsIt is intended to.
As shown in figure 5, in one embodiment, the arithmetic element 120 includes being used for the call dialed and received callsModule 121, the audio signal pretreatment module for carrying out noise reduction and/or echo cancellation pretreatment to the audio conversed122nd, for the audio is carried out speech recognition and Emotion identification and carry out semantic judgement speech analysis module 123 andFor prototype statement to be substituted for the sentence replacement module 124 of purpose sentence according to sentence Substitution Rules storehouse.
As an example it is assumed that the system is used for domain of communication equipment, the voice that other side says is analyzed through speech analysis module 123It is afterwards " crown ", and there are a sentence Substitution Rules in sentence Substitution Rules storehouse to be：It is that " crown " replaces primitive to replace prototype statementSentence is " gateway ", then sentence replacement module replaces with " crown " " gateway ".
In another embodiment, the arithmetic element 120 further includes response priority control module 125, for evenContinued access selects the sentence responded according to the response priority data of a plurality of sentence after receiving a plurality of sentence.
For example, such as other side has successively continuously said " I have forgotten ", ", I remembers ", if " I remembers" response priority ratio " I have forgotten " response priority higher, then server Response to selection " I remembers ".
Priority control module 125 is responded according to disclosed in the present embodiment so that art logical complexity if arithmetic elementHigher also more meets the exchange scene of true man, reaches more preferable communicative effect.
In another embodiment, the arithmetic element 120, which further includes, interrupts priority control module 126, for monitoringThe sentence received interrupt priority whether than the sentence that is carrying out or be ready for interrupt priority high, when connecingThe sentence for interrupting priority ratio and carrying out or being ready for of the received sentence interrupt priority it is high when, it is described to interruptPriority control module interrupts the response for carrying out or being ready for.
Such as when other side continuously says " I is doing ", " you stay a contact method ", " I is hurrying " response is apologyThe priority that interrupts hung up the telephone and interrupt priority ratio trivial response wants height, and " you stay a contact method " response is to leave connectionIt is mode and interrupts priority higher, then the course of work for interrupting priority control module 125 is：Judge " I is hurrying "It is high compared with common dialogue to interrupt priority, so apologizing and hanging up after current session should be interrupted, judges that " you stay a contact method" interrupt priority compared with " I is doing " higher, so the response of " I is doing " should be interrupted and leave contact method.
Priority control module 126 is interrupted according to disclosed in the present embodiment so that exchange more level off to true man exchange, reachTo more preferable communicative effect.
In another embodiment, the arithmetic element 120 further includes linguistic context control module 127, for talk about art enter orExit linguistic context environment.
In another embodiment, the arithmetic element 120 further includes words art matching module 128, for being replaced according to sentenceThe result for changing the mold block carries out matching degree comparison in words art storehouse, to show that matching degree is highest as a result, and providing corresponding matching degree.Or matched for the sentence according to the preferential answering in the words art library storage mould words art storehouse in the block, withObtain the highest match statement of matching degree.
In another embodiment, the arithmetic element 120 further includes internet data and quotes module 129, for when wordsWhen art needs the internet data to be filled, quote the content from internet and be filled.
Such as assume that the system is used to inquire about and service, when other side inquires the temperature in Hangzhou, internet data quotes module129 data that can be quoted in internet will be talked about art filling and completely be played out again.
Internet data quotes module according to disclosed in the present embodiment so that the data that the system can quote internet are filled outFill words art so that AC system function is more comprehensively flexible, supplements the limitation of intrinsic words art, is deposited so as to reduce manual service platformNecessity.
The speech production module 151 according to disclosed in the present embodiment, for speech corpus 118 in memory cell 110Voice language material audio is retrieved, and in not corresponding voice language material file according to existing voice language material Composite tone.SpecificallySay that speech production module 151 is used in speech corpus 118 retrieval with institute number the corresponding voice of sentence content, when withWhen the corresponding voice of purpose sentence content is not present, the speech production module is according in the speech corpus 118Existing phonetic synthesis and the corresponding voice of purpose sentence.
In another embodiment, the arithmetic element 120 further includes recording module 141, for being carried out to communication processRecord to store.
In another embodiment, the arithmetic element 120 further includes logging module 142, for recording computing listThe calculating process and result of member.
Fig. 6 is a kind of composition schematic diagram of the speech analysis module of unattended communication on telephone system of the present invention.
As shown in figure 4, the speech analysis module 123 includes being used for after the processing of audio signal pretreatment moduleVoice carries out the sound identification module 1231 of speech-to-text, for the mood of voice signal to be identified according to audio frequency characteristicsEmotion identification module 1232, for according to the analysis result of sound identification module 1231 and Emotion identification module 1232 to voiceThe semantic determination module 1233 that expressed semanteme is judged.
For example, the result identified when sound identification module 1231 is " good good good ", Emotion identification module 1232Recognition result be it is impatient, then semanteme determination module 1233 result be " being aware of, terminate to converse as early as possible ".
Fig. 7 is a kind of composition schematic diagram of the logging module of unattended communication on telephone system of the present invention.
As shown in fig. 7, the logging module 142 includes being used to record the result of semantic determination module 1233Semantic judge logging modle 1421, for talking with art matching process and art matching logging modle if result is recorded1422nd, for the exception information logging modle 1423 that is recorded to exception information with for matching degree it is low or can notThe defects of art is recorded if matching somebody with somebody talks about art logging modle 1424.
Further include the manual service platform that manual service is provided when needing switching manual service；The console further includesFor adding or deleting the manual service platform setup module of manual service platform；The arithmetic element is further included for detection requirementTransfer manual service signal and according to the switching manual control module of signal converting manual service；The manual service platform withInternet is connected.
Hereinafter, with the operating process of the procedure declaration of practical operation unattended communication on telephone system disclosed in the present application.
Fig. 8, Fig. 9 are a kind of flow diagrams of unattended communication on telephone system disclosed in the present application.
As shown in the figure, first, the console response unit 130 in server 100 initializes, scheduling unit initialization (stepIt is rapid 600).
After initialization, the logging request (step 610) of the console response unit real-time inspection and control platform in server,Operation requests (step 620), and when console response unit detects the logging request or other operation requests of console intoRow response.
Scheduling unit reads call task list (step from the call task memory module 112 in storage unit in real time630), (step 631), scheduling unit root when scheduling unit finds to have in the presence of unfinished exchange task in call task listM arithmetic element (step 632) is created according to call task list.The M is the traffic end that idle condition is in N number of gatewayArithmetic element quantity in mouth quantity, call task list sets the unfinished number of tasks in data and call task listMeasure, the minimum value among three.
Now, arithmetic element carry out computing, are carried out at the same time traffic exchange, calling record and logging.
In the step 610, after the logging request (step 610) of console response unit real-time inspection and control platform, controlPlatform response unit continues following steps：
(the step 611) when console response unit has detected that user sends logging request to console, console are rungUnit is answered to retrieve corresponding account information (step 612) from the account memory module 111 in storage unit 110.
(the step when the account information included in logging request is corresponding with the account in account memory module 111613), it is allowed to which user logs in console (step 614) with the account information；
When the account information included in logging request and the account in account memory module not to it is corresponding when step613), refuse user and console (step 615) is logged in the account information.
As shown in figure 9, in the step 620, (step after the operation requests of console response unit response control platform620), console response unit continues following steps：
(the step 621) when console response unit detects that console has carried out operation, if detecting, user is controllingPlatform has carried out call task list by task setup module of conversing and has set (step 6221), and console response unit, which will be conversed, appointsBusiness inventory, which is set, is written to (step 6222) in call task memory module；
If detecting, user has carried out words art lab setting (step 6231) in console by talking about art lab setting module, controlPlatform response unit will talk about art lab setting and be written to (step 6232) in words art library storage module；
If detecting, user has carried out voice lab setting (step 6241) in console by sound bank setup module, controlVoice lab setting is written to (step 6242) in call task memory module by platform response unit；
If detecting, user checks that module sends logging and checks request (step 6251), console by loggingThe working record data stored in logging memory module is sent to console (step 6252) by response unit；
If detecting, user checks that module sends recording and checks request (step 6261), console response unit by recordingThe recording data stored in calling record memory module is sent to console (step 6262).
Figure 10, Figure 11 are a kind of workflow signals of the arithmetic element of unattended communication on telephone system of the applicationFigure.
As shown in the figure, the traffic exchange that each arithmetic element carries out comprises the following steps.
Communication process is carried out recording storage into recording module by (step 700) after arithmetic element initialization, recording module,The record module that works is by the calculating process for recording arithmetic element and result and stores the (step 701) into work record module, connectsWrite whether confirmation task completes (step 702), if task is completed, arithmetic element notice scheduling unit simultaneously nullifies oneself (stepRapid 791) task of arithmetic element terminates (step 792), and Ru Guo No have completion, then continues step 702.
(step 700) after arithmetic element initialization, the call module 121 in arithmetic element 120 can be clear according to call task(step 710) that task attribute in list sets data and list object is dialed or received calls by gateway.After closing of the circuit, wordsArt matching module 128 can find greeting sentence (step 720) from art library storage module 113 if storage unit 110.Then voiceGeneration module 151 retrieves voice corresponding with greeting sentence content in speech corpus 116, when corresponding with greeting sentenceWhen speech corpus 116 is not present in voice, the speech production module 151 in arithmetic element is existing according to speech corpus 116Phonetic synthesis and the greeting corresponding voice of sentence, are then transmitted (step 730).
After the arithmetic element of now server receives audio by gateway, audio signal pretreatment module 122 is to audio(step 740) is pre-processed, then speech analysis module 123 carries out pretreated audio speech analysis and obtains correspondingSentence (step 750), last statement replacement module according to sentence Substitution Rules storehouse into line statement replace, prototype statement is substituted forPurpose sentence (step 760).
In another embodiment, the initialization of switching manual control module can be carried out at the same time and start people's industry control of transferringMake, interrupt priority control module and initialize and start to interrupt two priority classes.
In another embodiment, it is a plurality of to what is continuously received according to response priority data to respond priority control moduleSentence carries out response priority ranking, and the sentence for responding highest priority then is sent to words art matching module (step 770).
As shown in figure 11, talk about art matching module to be matched in words art storehouse, compare and draw the highest result of matching degree (stepIt is rapid 771).In another embodiment, the filling of module reference data is quoted by internet data when talking about art and needing filling to correspond toIf art (step 771), then linguistic context control module control words art enter or exit linguistic context (step 772), last speech productionModule 151 retrieves voice language material audio in speech corpus 116, in corresponding voice language material missing documents according to voice languageExisting voice language material carrys out Composite tone (step 773) in material storehouse 116, and last server sends Composite tone (step by gatewayIt is rapid 774).
The now, (step 790) when art is to terminate call if matching, arithmetic element notice scheduling unit are simultaneously nullified certainlyOneself (step 791), the task of arithmetic element terminate (step 792).
As shown in figure 11, in another embodiment, it is excellent to interrupt interrupting for the sentence that priority control module monitoring receivesWhether first level than the sentence that is carrying out or be ready for interrupts the high (step 780) of priority；When beating for the sentence receivedDuring disconnected priority higher (step 781), the response of the sentence received is controlled to interrupt the response (step for carrying out or being ready forIt is rapid 782).
In another embodiment, after step 730, arithmetic element can carry out switching manual control.
First, switching manual control module monitors the signal (step 731) of switching manual service in real time；Now is as switching peopleWork control module monitors (step 732) when the signal of switching manual service occurs, and detects the whether busy (step of manual service platform733)；(the step 733) when manual service platform is busy, ignores switching manual service signal, (the step when manual service platform is idle733), transfer-request is sent to manual service platform；Last manual service platform, which receives, to be asked and starts to provide service (step 734)；
The application also provides a kind of computer-readable recording medium, carries one or more computer program of instructions thereon,When computer program of instructions is executed by one or more processors, one or more processors perform and realize a kind of unattended electricityWords exchange, including the task attribute in task list sets data and list object to converse；Institute during to conversingAudio is received to be pre-processed；For carrying out speech analysis to carrying out the pretreated audio, and voice point will be carried outThe audio after analysis carries out semantic judgement to obtain sentence；For the sentence Substitution Rules according to sentence Substitution Rules LibraryThe sentence for having carried out semantic judgement is replaced into line statement, the sentence is substituted for purpose sentence.
One of ordinary skill in the art will appreciate that：Realizing all or part of step of above method embodiment can pass throughThe relevant hardware of programmed instruction is completed, and foregoing program can be stored in a computer read/write memory medium, the programUpon execution, the step of execution includes above-mentioned any means embodiment；And foregoing storage medium includes：Movable storage device,Random access memory (RAM, Random AccessMemory), read-only storage (ROM, Read-Only Memory), magnetic discOr CD etc. is various can be with the medium of store program codes.
If alternatively, the above-mentioned integrated unit of the application is realized in the form of software function module and is used as independent productSale in use, can also be stored in a computer read/write memory medium.Based on such understanding, the application is implementedThe part that the technical solution of example substantially in other words contributes correlation technique can be embodied in the form of software product,The computer software product is stored in a storage medium, including some instructions are used so that computer equipment (can be withIt is personal computer, server or network equipment etc.) all or part of each embodiment the method for application for execution.AndForegoing storage medium includes：Movable storage device, RAM, ROM, magnetic disc or CD etc. are various can be with store program codesMedium.
Each embodiment in this specification is generally described by the way of progressive, and what each embodiment stressed isWith the difference of other embodiment, between each embodiment identical similar part mutually referring to.It should be noted thatIf do not conflicted, each feature in the embodiment of the present invention and embodiment can be combined with each other, the protection model in the present inventionWithin enclosing.In addition, step shown in the flowchart of the accompanying drawings can be in the department of computer science of such as a group of computer-executable instructionsPerformed in system, although also, show logical order in flow charts, in some cases, can be with different from hereinOrder perform shown or described step.
Herein, relational terms such as first and second and the like be used merely to by an entity or operation with it is anotherOne entity or operation distinguish, without necessarily requiring or implying there are any this reality between these entities or operationRelation or order.Moreover, term " comprising ", "comprising" or its any other variant are intended to the bag of nonexcludabilityContain, so that process, method, commodity or equipment including a series of elements not only include those key elements, but also includingOther elements that are not explicitly listed, or further include as this process, method, commodity or the intrinsic key element of equipment.In the absence of more restrictions, the key element limited by sentence "including a ...", it is not excluded that including the key elementProcess, method, also there are other identical element in commodity or equipment.
Program module described above or unit can be realized that the application can by the combination of software, hardware or bothTo put into practice the application in a distributed computing environment, in these distributed computing environment, by being connected by communication networkRemote processing devices perform task.In a distributed computing environment, program module or unit can be set positioned at storage is includedIn local and remote computer-readable storage medium including standby.
Device embodiment described above is only schematical, wherein the unit illustrated as separating component canTo be or may not be physically separate, the component shown as unit or module may or may not be thingManage unit or module, you can with positioned at a place, or can also be distributed in multiple network unit.Can be according to realityNeed to select some or all of module therein to realize the purpose of this embodiment scheme.Those of ordinary skill in the art are notIn the case of paying performing creative labour, you can to understand and implement.
Through the above description of the embodiments, those skilled in the art can be understood that each embodiment canRealized by the mode of software plus required general hardware platform, naturally it is also possible to pass through hardware.Based on such understanding, onThe part that technical solution substantially in other words contributes to the prior art is stated to embody in the form of software product, shouldComputer software product can store in a computer-readable storage medium, such as ROM/RAM, disk, CD, including some fingersOrder is used so that a computer equipment (can be personal computer, server, or network equipment etc.) performs each implementationMethod described in some parts of example or embodiment.
Finally it should be noted that：The above embodiments are merely illustrative of the technical solutions of the present invention, rather than its limitations；AlthoughThe present invention is described in detail with reference to the foregoing embodiments, it will be understood by those of ordinary skill in the art that：It still may be usedTo modify to the technical solution described in foregoing embodiments, or equivalent substitution is carried out to which part technical characteristic；And these modification or replace, do not make appropriate technical solution essence depart from various embodiments of the present invention technical solution spirit andScope.